The course focuses on designing and managing business processes to best support the strategic objectives of the organization and the needs of the market segments being served. We will first develop a strategic framework that allows a process designer to understand what the process needs to do particularly well (process competence) based on the needs of the customer being served. We then define key operational metrics - flow time, throughput, inventory, cost and quality - and link them to financial measures of performance. Such a linkage allows a manager to identify operational metrics along which a process needs to excel or improve. We then discuss how various operational metrics can be tracked and measured. The rest of the course then focuses on identifying design and management levers that allow a manager to improve process performance along each of the key operational metrics. Prerequisites: Student must be part of the MMM Program.